Lauren W.
Yelp
I have just had the most traumatizing and awful experience at this establishment. In my 30 years of life. What I was subjected to tonight was the most insane treatment by a restaurant staff I have ever experienced. First, I have been a paying customer at this restaurant prior. I even ordered my lunch from here earlier the same day.
I ordered charbar after getting home from picking my son up from daycare. placed the order online through their website. It said they had a delivery option so I selected delivery. It told me expected delivery time was 7:36. I waited until 7:48 and called the restaurant to see if they had an eta.. The girl, and I say girl because she was clearly young, picked up and was not professional at all, I asked her if she had an eta on the order to which she responded huh? like its supposed to be at your house? and Im like yes I placed an order online, to which she says "we do not deliver you have to come pick it up.." obviously I am beyond confused as I paid a delivery fee and have waited now an hour. So I say how long has it been ready? to which she answers its been sitting up there for 25 min. I asked why did no one call me then? and she just says yeah idk but you can come pick it up. I said fine, I want to speak to a manager when I get there. So I put my 3 year old in the car and drive there.
I arrive at the restaurant and my order is not there and everyone around acts like they have no idea what I'm talking about until the girl I spoke to on the phone finally comes forward and states yeah no we don't deliver. The restaurant doesn't deliver, like its through a third party. and Im looking like.....so....you deliver...through a third party...I ask to speak to the manager who is casually strolling through speaking to tables, laughing carrying on while I stand there holding my toddler. Then another young kid comes up to me and states " we aren't like blowing you off she's just talking to tables" and i'm like right but I am standing here holding my son and he is starving... so finally she comes over and starts explaining how this is new to them, not apologetic at all, and tells me its through uber and the uber driver should be otw. I check my phone and finally get a text from their chow "something" app and says my driver will arrive soon. First notification I had received about a driver at 8:02. Mind you it was to be delivered at 7:36. So she says well what would you like for me to do, and I asked her to refund the order and stated I would drive back home and get the food. Well I drive back home and guess what food ISNT THERE. So I call back and explain who I am and I am told oh yeah the driver just walked back in and said he turned around because when we refunded your order it cancelled it and he wasnt going to get his tip. At this point my mind is literally blown at these people. I said okay I will turn around AGAIN and come back and get it but start explaining how they should report that behavior of the driver to the service they are paying for this delivery service. I stated going forward that while I empathize that this is new for them that that is not the customers issue and they should have hammered this out before rolling it out and asked if they would walk it out to my car if I pull up so I don't have to unbuckle my son again. she said yes that's no problem we will run it out and I said okay I will call when I arrive. I drive back.
I pull up and they stare through the window. At this point its now 8:30-8:40, I call and the manager says hey this is the manager, (her name is Josie btw) "you know none of this is our fault, its certainly not my 16 year old hostess fault, not my fault and not the uber drivers fault, and when you called back up here she said you had some choice words. At this point im like WHAT?? she's like yeah you said we need to get our sh*t together. I said no I never said that and say can I just get my food. She says no we arent bringing it out to you. They actually refuse to bring me my food after I have driven there and back FOUR TIMES due to their ignorance. After they told me they would bring it out!!! After everything I have went through.
Also can't even email the Charlotte area manager because its an undeliverable email. I have never in my life experienced something so insane at a restaurant and these people should be ashamed of themselves. and Josie should not be managing ANY place of business.
I will be posting about this on instagram ,Facebook, and tiktok, google, and escalating as far as I can because I truly cannot even begin to explain how livid I am. NEVER been treated so poorly. To withhold a hungry child's food because you're honestly unprofessional ignorant and incompetent is disgusting behavior and to make up lies that I cursed at staff when I did NOT ? Why would I even want you to give me food for my child if I had cursed at you?? Hope that kids Mac n cheese and lemonade was worth exposing how you treat paying customers and children.